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While it’s important to analyze historical data for seasonality, peak days and times, and other patterns, you also need to take into consideration current and future business demands, customer trends, upcoming promotions, and other factors. Does your spreadsheet do all that?
In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making. Forecasting for workforce planning is much the same thing. Related Article: The Role of Real-Time Data in Workforce Management What Is Contact Center Omnichannel Forecasting? Complaints 2.
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